You might also see other evaluations for journey management software, focusing on areas such as journey orchestration and journey analytics.
While Gartner doesn’t publish a quadrant specifically for journey mapping and journey management platforms, its Gartner Magic Quadrant Customer Journey Analytics often includes platforms that offer mapping as a core component. Vendors are ranked across two axes: completeness of vision and ability to execute, with quadrants for Leaders, Challengers, Visionaries and Niche Players. It’s widely used by enterprise buyers to understand strategic fit and vendor viability.
The Forrester Wave™ – Customer Journey Orchestration Platforms evaluates platforms that actively manage and optimize customer journeys in real time across channels and touchpoints. It focuses on how well vendors can use AI, data and journey intelligence to guide and adapt customer interactions.
When are new software evaluations released?
These evaluations are typically updated every 12–18 months, although release dates may vary depending on market dynamics and research cycles. The most recent Forrester Wave for Journey Mapping Platforms was released in 2022, with the next expected in Q2 2025, with a focus on "Customer Journey Management Platforms" rather than just journey mapping tools. This shift reflects the ongoing evolution of the CX market.
The Spark Matrix usually follows a similar cadence, with the most recent edition released in early 2024.
Why do these matter?
For organizations exploring Journey Management solutions, these reports serve several purposes:
- Market Clarity: They distil a crowded market into clear positioning of the top vendors
- Evaluation Criteria: The reports include detailed evaluation criteria across product functionality, strategy, innovation, ease of use and customer success
- Informed Decisions: They help shortlist vendors aligned with your organizational priorities and future needs
How are companies using them?
Businesses use these tools to:
- Benchmark vendors before issuing RFPs
- Align internal stakeholders around solution priorities
- Validate or challenge internal assessments with external expert insights
- Understand how vendors are evolving and innovating
What are the software evaluation criteria?
While exact scoring varies by report, common criteria include:
- Product capabilities (journey mapping, analytics, orchestration)
- Customer references and satisfaction
- Innovation and roadmap
- Market presence and growth
- Ease of integration
- Services and support
These criteria go beyond surface features - they focus on long-term value and partner alignment.
A rapidly changing journey management platform landscape
The Journey Management space has evolved significantly over the last few years. Vendors have matured, expanded feature sets, plus have started to integrate AI, orchestration and operationalization into their platforms. As a result, these evaluations reflect substantial shifts year over year, highlighting just how dynamic this market has become.
Final thoughts
If you're looking at Journey Management software, these reports are a smart place to start. They bring structure to the search process and can help you avoid decision fatigue. But there is no substitute for the human touch, reaching out to discuss your needs with a software partner such as Cemantica and to try out for yourself, either through a free trial or a Proof of Concept.
We’re proud to share that Cemantica has been included in these evaluations, reflecting our ongoing commitment to delivering innovative, enterprise-grade Journey Management capabilities with a human-centered approach.
Contact us today to discuss your experience management goals and let us show you how the Cemantica platform can support you.